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Problem Manager

Date: 27-Apr-2021

Location: Canberra, Australia

Company: Singtel Group

Join a company dedicated to your career development and where you can simply be yourself at work!

 

So, Why Optus?

We see ourselves leading Australia in outstanding customer experience. In striving to achieve this, five core values guide us. These are: customer service, our challenger spirit, teamwork, integrity and personal excellence.

 

We've put a lot of investment behind innovation and would love to work with people who provide ideas that differentiate, disrupt and deliver amazing services for our customers.

 

About the role:

 

This position has the responsibility for managing, implementing and refining the problem management lifecycle and the management of problem tasks within that lifecycle for Federal Government accounts.

This role will work within an ITIL based framework. As a Problem Manager you will need to interact with other ITIL processes such as Knowledge, Incident, Change and Configuration management. You will be responsible for driving down incident trends within Optus and the environments that we manage for our clients. The role will also be accountable for effective root cause investigation, problem resolution and implementation, the integrity of the known error database and the impact reduction of incidents that can’t be prevented. This will involve driving members of other teams to contribute to Problem Management appropriately and within required timeframes to achieve the outcomes.

Please note: This role requires you to work closely with the Federal Govt. Client and hence would require the candidate to be an Australian Citizen with an eligibility to achieve Baseline Security Clearance

 

Responsibilities:

  • Single point of contact for one or more problems
  • Responsible for ownership and coordination of actions of those problems
  • To analyze root cause, identify Known Error and coordinate actions across resolver groups to fix the issue.
  • To be proactive in identifying problems, analyse and recommend Service Improvement plans with the possible solutions obtained from technical teams for department or business unit
  • Maintain inventory of problems under analysis and their current progress and status
  • Follow up issues and progress with problem owners where necessary
  • Produce Problem Management reports and management information
  • Preventing the reoccurrence of incidents across client environments
  • Establishing known error records to assist the service desk and support teams with incident diagnostics and resolution activities
  • Prevents recurrence of issues by identifying root cause and implementing fix

 

 

Experience required:

  • Australian Citizenship and a degree in IT or Engineering
  • Minimum 3 years Problem Management experience
  • Strong stakeholder management expertise, able to drive process improvement across a diverse and heavily matrixed organisation
  • Ability Interact at all levels including technical, Management and Senior Leadership
  • Ability to develop & present high impact messages to senior level management both internal and external
  • Strong communications skills able to operate at all levels of the organization including external customers and partners
  • Experience within an ICT environment
  • Analytical thinking and the ability to analysis details reporting
  • Experience within a service operations / service assurance function within an ICT environment
  • Ability to create and maintain process documents.